Senior Manager CRM

Own the end-to-end execution and performance of CRM programmes across ENA, covering ALL-Loyalty and Brands campaign vehicles (email, push, mobile),. Act as the operational and analytical backbone of the stream: bridging campaign execution with audience strategy, driving the technical orchestration of the personalisation stack, and ensuring activations are built on production-grade data and segmentation. CAMPAIGN OWNERSHIP & PERFORMANCE Own and execute the full campaign lifecycle for ALL and Brands vehicles: brief intake, scoring, framing, audience build, content coordination, validation, production, QA, send, monitoring Deliver continuous improvement across engagement and revenue KPIs with clear distinction between total and incremental performance Run systematic A/B testing across sending, subject lines, content modules, and audience splits PERSONALISATION STACK & PRODUCT INTERFACE Day-to-day operational owner of dynamic content personalisation tool (briefing, module config, variant management, performance review) Day-to-day operational owner of copy optimisation tool (subject lines, CTAs, variant logic, uplift tracking) Maintain pipeline integrity through the platform migration - pre-migration gap analysis Engage Central CRM on roadmap alignment, flagging ENA needs DATA & AUDIENCE ACTIVATION Partner with Data & CDP to build, maintain, and reuse priority segments aligned to NBA and ICP strategy, leveraging brand affinity to support ALL vs Brands arbitration Pull and interpret data across dashboards, CDP, datalake, and attribution into actionable decisions Flag data quality issues before they reach leadership Apply commercial pressure rules to protect ALL & Brands contactable base integrity OPERATIONAL PROCESS, REPORTING & STAKEHOLDER MANAGEMENT Track and report on engagement KPIs (open, click, reactivity) and revenue KPIs (total vs incremental) per campaign vehicle Design and interpret A/B tests across audience splits, sending parameters, subject lines, and content modules Operate Asana as the single source of truth for validations, timelines, and task ownership Coordinate production agency and translation workflows across 8 ENA languages Act as ENA's operational voice in Central CRM and brand stakeholder forums: raise product needs, protect regional calendar

Business degree with focus on Marketing & Communication Min. 4/8 years work experience in CRM/GRM, Loyalty and/or Marketing CDP working knowledge & Personalisation tool familiarity Data réconciliation across multiple sources Experience in Tourism or Hotel Industry (Operations) is an advantage Fluent in English Knowledge of common E-Mail Provider Tools (e.g. Salesforce, MoEngage) Platform migration experience IA literacy & application Analytical skills, knowledge of Google Analytics. Tableau Customer-oriented & target group-focused Strong communication & organizational skills

Informations diverses sur le poste : Société : Accor SMI Lieu de travail : Issy les Moulineaux Statut : Cadre Type de contrat : CDI Durée du travail : Contrat Forfait Jours Date prévisionnelle d'embauche : 07/2026 Autres avantages : Tickets restaurant, prise en charge à hauteur de 75% de l’abonnement Navigo

Accor est un leader mondial de l’hospitalité, offrant des expériences dans plus de 110 pays avec 5 700 hôtels, 10 000 restaurants et bars, ainsi que des espaces de bien‑être et de coworking. Le Groupe opère l’un des écosystèmes les plus diversifiés du secteur, grâce à plus de 45 marques hôtelières allant du luxe à l’économie, incluant des marques lifestyle via Ennismore. Accor s’engage à mener des actions concrètes en matière d’éthique des affaires, de tourisme responsable, de développement durable, d’engagement communautaire et de diversité & inclusion. Avec son vaste portefeuille de 15 marques distinctives et puissantes couvrant les segments Premium, Midscale et Économique dans 48 pays, la région Europe & Afrique du Nord offre aux clients une large gamme d’expériences uniques.